Europe Return Policy:

Consumer’s revocation right:

We want our customers to be fully satisfied with the choice they have made. If for any reason you are not happy with your order, or the delivered product does not match with your expectations you have the right to revoke this agreement within fourteen (14)days without giving reason. The revocation term shall be fourteen (14) days starting at the date at which you or any third party designated by you (other than the delivery agent) shall have taken possession of the product. 

You shall be responsible for any deterioration of the product only if such deterioration has been caused by any treatment exceeding the orderly examination of the condition, characteristics, and functionality of the product. For hygiene reasons we cannot accept returns on Hosiery items that have been opened and/or have a broken or removed seal.

In that regard we assume and kindly ask you to return the product(s) to us in a new and unworn condition with all original labels and tags still intact and inside the original bag and packaging. Please be sure to wear your own lingerie when trying on briefs and thongs. For the avoidance of doubt, this will not adversely affect your ability to return the product(s) with respect to the exercise of your statutory right of revocation. However, we want to highlight that any use of the goods beyond the intended use of the product(s), which was not necessary for testing the condition, characteristics and functioning of the product(s) and which leads to a loss of value, may affect the refund of the purchase price.

For ensuring best possible processing of your revocation, the notice of contract revocation should be requested through the online Returns Portal, by providing your email address and order number.

Submitting your request via the Returns Portal:
1. Enter your email and order number
2. Select the item(s) you wish to return for refund, exchange or credit note
3. Finalise your return request on the Returns Portal
4. Receive courier label via email within 3 working days and print
5. Package up your return and ensure garments are in required condition
6. Record tracking number and take to courier drop-off or arrange collection

Once your return request has been processed via the portal, the Bordelle team will email you confirmation of your request without undue delay and include a pre-paid return label for use when packaging your return. This label can be printed and applied to the outside of your package. We recommend that you keep a note of the tracking number included on this label for your personal records. If this label is used, the cost of the label will be deducted from your refund upon receipt of the items at our warehouse. This is charged at €30.00 (inc VAT).

Atelier Bordelle will contact you within 10 days (with the exception of weekends and public holidays) of receipt of the returned goods. A refund, partial refund or, if requested, a Credit Note will be issued subject to the returned goods meeting the required conditions listed above. 

Please note: 

• All returns must be requested within 14 days of delivery 
• All returns should be registered on our Returns Portal. If you require assistance with this, please contact our Customer service Team 
• Please include your Order Document inside your return package 
• If you have received a damaged or faulty item, please contact our Customer Service team prior to returning. 
• Please record the tracking number of your return package if arranged with the pre-paid DHL Label or with your own preferred courier. 
• Hosiery products can only be returned if the envelope is unopened and the seal has not been broken or removed. 

If you do not want to use our Returns Portal, you can also exercise your right of revocation by informing us (Bordelle Ltd.,with registered address at 90 Mill Lane, London, NW6 1NL, United Kingdom, phone +44 (0) 7957414255 ], email: customerservice@bordelle-eu.com) through explicit notice (e.g. email) about your decision to revoke this agreement. You may use the revocation form which we attached hereto but this is not mandatory. To meet the deadline for revocation, it shall be sufficient that you send away the notice on the revocation of this agreement prior to expiry of the revocation deadline. However, please note that any other process than the use of the Returns Portal may potentially incur delays due to increased processing and logistical efforts.

Effects of revocation

If you revoke this agreement, we must refund to you all payments that we have received from you including the costs of delivery(except those incremental costs that have been caused by your selection of a delivery method different from the cheapest standard method offered by us).We will refund the payments immediately, however, no later than by fourteen (14) days after the date at which we have received your notice of withdrawal of this agreement. For such refund, we shall use the same payment method that you have used for payment of the original transaction unless we have expressly agreed otherwise with you; in no event, we will charge any fees for the refund. We may refuse the refund until we have received the product back.

You must immediately, in any case no later than fourteen days after the date at which you have notified us on your withdrawal of this agreement, return the goods to us. To meet the deadline, it shall be sufficient that you send away the products prior to expiry of the deadline.

The goods shall be returned to following address:

Bordelle Ltd C/O Atelier Bordelle Productions SRL
Bulevardul Muncii Nr.16
Cluj-Napoca, 400641
Romania

You bear the direct costs of returning the goods. If you do not wish to use our ReturnsPortal but wish to arrange the return yourself, we recommend that you use a tracked and signed for service, with a courier or registered postal service to send back the goods to the address above.. We suggest that you insure the goods as they are within your care. In case of dispute, we also recommend that you retain proof of return, such as a postal receipt or consignment note. Notwithstanding the foregoing, in no event will this affect your right to commission a shipping carrier of your choice to return the goods at your expense. As return address, please indicate the address of our Romanian warehouse, as indicated above.

- End of instruction on revocation right -

Model withdrawal form according to Annex 1 B to Directive 2011/83/EU
(If you want to revoke the agreement, please fill in this form and send it back).

- To Bordelle Ltd.,with registered address at 90 Mill Lane, London, NW6 1NL, United Kingdom, email: customerservice@bordelle-eu.com):

- Herewith I/we (*) withdraw the agreement concluded by me/us 

(*) for the purchase of the following goods (*)/ the provision of the following service (*)

- Ordered on (*)/received on (*)
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of consumer(s) (only in case of paper communication)
- Date(s)
(*) Delete where not applicable

Exclusion/expiration of the revocation right

No right of revocation exists according to § 312g para. 2 German Civil Code (BGB), amongst others, for agreements regarding delivery of products that are not prefabricated and where its manufacturing is mainly based on an individual selection or a specification of the customer and for agreements for delivery of goods with minimal shelf life or where the shelf life has expired. Moreover, the right of withdrawal shall not apply to agreements regarding the delivery of sealed products that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery, or to agreements regarding the delivery of sound or video recordings or computer software in a sealed packaging if the seal has been removed 
after delivery.

EXCHANGES

Should you wish to exchange your order for a different size and/or product(s) please register your exchange request using the online Returns Portal on eu.bordelle.co.uk. Fill out the required information and request the item you wish to exchange for. If the item you wish to exchange for is a different style and not the item in a new size, please contact our customer service team so that stock availability can be checked. You can print the return label provided via the portal, or arrange the return yourself to the address below:

Bordelle Ltd C/O Atelier Bordelle Productions SRL
Bulevardul Muncii Nr.16
Cluj-Napoca 400641
Romania

Atelier Bordelle will be in contact with you within 10 days of receipt (with the exception of weekends and public holidays) of your returned order. If a label was provided on the portal then the cost of this will be invoiced to you prior to the dispatch of your exchange item. Exchanges are subject to stock availability. For purposes of clarification, the right to exchange goods does not affect your right of revocation or your statutory warranty rights.

UK, USA and International Returns Policy

We hope you are fully satisfied with your purchase; however if you wish to request an exchange or refund, we will accept returns requested within 14 days of delivery of your order.

Please ensure the items are returned to us in a new and unworn condition, with all original labels and tags still intact and inside the original packaging. Please ensure to wear your own lingerie when trying on briefs and thongs for the purpose of hygiene. Products that are returned damaged or worn will be considered to be in an unsellable condition and therefore may affect your refund. For hygiene reasons we cannot accept returns on Hosiery items that have been opened and/or have a broken or removed seal.

Please register your return or exchange request via our Return Portal.

Submitting your request via the Returns Portal:

1. Enter your email and order number

2. Select the item(s) you wish to return for refund, exchange or credit note

3. Finalise your return request on the Returns Portal

4. Use UPS courier label included inside your package. For international customers, be sure to fill out Returns Commercial Invoices and secure these to the outside of your package inside a clear envelope.

5. Package up your return and ensure garments are in required condition

6. Record tracking number and take to courier drop-off or arrange collection

Once your return request has been processed via the portal we recommend that you keep a note of the tracking number included on the UPS label before dispatching, for your personal records. If this label is used, the cost of the label will be deducted from your refund upon receipt of the items at our warehouse. This is charged at £9.00 (inc VAT) for UK customers, CAD $50.00 for Canadian customers, USD $50.00 for North and South American customers and £40.00 for Rest of World customers.

Atelier Bordelle will contact you within 10 days (with the exception of weekends and public holidays) of receipt of the returned goods. A refund, partial refund or, if requested, a Credit Note will be issued subject to the returned goods meeting the required conditions listed above. 

Please note:

• All returns must be requested within 14 days of delivery.
• All returns should be registered on our Returns Portal. If you require assistance with this, please contact out customer service team.
• Please include your Order Document inside your return package.
• If you have received a damaged or faulty item, please contact out customer service team prior to arranging your return.
• Please record the tracking number of your return package if arranged with the pre-paid UPS Label or with your own preferred courier.
• Hosiery products can only be returned if the envelope is unopened and the seal has not been broken or removed.

 

Exchanges & Credit Notes

Should you wish to exchange your order for a different size and/or product(s) or be issued with a credit note, please use the instructions above to request your exchange via our Returns Portal. Here you can exchange for the same item in a new size. If you wish to exchange for a different style or in a different colour, please contact our customer service team on customerservice@bordelle.co.uk and they can assist you with this by checking stock availability.

 

Atelier Bordelle will be in contact with you within 10 days of receipt (with the exception of weekends and public holidays) of your returned order. If the UPS returns label has been used, these shipping costs are charged to you before sending out the exchange. Exchanges are subject to stock availability.

Should you opt for a credit note, you will receive an email confirming the amount of credit you have with Atelier Bordelle. The credit is valid for a total of 3 months from the date of receipt and may be redeemed on any Bordelle product by using the Gift Voucher provided, by entering the code at the checkout. If the value of the credit is greater than the total cost of a new transaction, the outstanding credit will remain on the gift note for future redemption. Credit notes may be used in conjunction with other forms of payment in order to fulfil an order of greater value than the credit amount.

 

Returns policy for goods:

We want our customers to be fully satisfied with the choice they have made. If for any reason you are not happy with your order, or the delivered product does not match with your expectations you have the right to revoke this agreement within fourteen (14) days without giving reason. The revocation term shall be fourteen (14) days starting at the date at which you or any third party designated by you (other than the delivery agent) shall have taken possession of the product. 

You shall be responsible for any deterioration of the product only if such deterioration has been caused by any treatment exceeding the orderly examination of the condition, characteristics, and functionality of the product. 

In that regard we assume and kindly ask you to return the product(s) to us in a new and unworn condition with all original labels and tags still intact and inside the original bag and packaging. Please be sure to wear your own lingerie when trying on briefs and thongs. For the avoidance of doubt, this will not adversely affect your ability to return the product(s) with respect to the exercise of your statutory right of revocation. However, we want to highlight that any use of the goods beyond the intended use of the product(s), which was not necessary for testing the condition, characteristics and functioning of the product(s) and which leads to a loss of value, may affect the refund of the purchase price. 

For ensuring best possible processing of your revocation, the notice of contract revocation should be requested through the online Returns Portal, by providing your email address and order number. 

However, if you do not want to use our Returns Portal, you can also exercise your right of revocation by informing us through explicit notice (e.g. email) about your decision to revoke this agreement. You may use the revocation form which we attached hereto but this is not mandatory. To meet the deadline for revocation, it shall be sufficient that you send away the notice on the revocation of this agreement prior to expiry of the revocation deadline. However, please note that any other process than the use of the Returns Portal may potentially incur delays due to increased processing and logistical efforts. 

Effects of revocation 

If you revoke this agreement, we must refund to you all payments that we have received for products. We will refund the payments immediately, however, no later than by fourteen (14) days after the date at which we have received your notice of withdrawal of this agreement. For such refund, we shall use the same payment method that you have used for payment of the original transaction unless we have expressly agreed otherwise with you; in no event, we will charge any fees for the refund. Refunds will be processed once we have received the product back. 

You must immediately, in any case no later than fourteen days after the date at which you have notified us on your withdrawal of this agreement, return the goods to us. To meet the deadline, it shall be sufficient that you send away the products prior to expiry of the deadline. 

The goods shall be returned to following address: 

C/O Bordelle

ILG Unit 7, Sterling Park 

Gatwick Road 

Crawley

United Kingdom, RH10 9QT

You bear the direct costs of returning the goods. If you do not wish to use our Returns Portal but wish to arrange the return yourself, we recommend that you use a tracked and signed for service, with a courier or registered postal service to send back the goods to the address above. We suggest that you insure the goods as they are within your care. In case of dispute, we also recommend that you retain proof of return, such as a postal receipt or consignment note. Notwithstanding the foregoing, in no event will this affect your right to commission a shipping carrier of your choice to return the goods at your expense. As return address, please indicate the address of our warehouse, as indicated above. 

Cancellation policy for services:

Where we provide services that are ordered via email (e.g repair services), then you have the right to cancel your contract within 14 days of us confirming acceptance of the order without giving any reason. However, you do not have the right to cancel if you requested for us to start providing the services during that 14-day cancellation period and the services are fully performed. 

We will not start providing services during the 14-day cancellation period unless you ask us to. If you do ask us to, you acknowledge that you will lose your right to cancel this contract once the services are fully performed (i.e the work is completed). This means that if you requested for us to start providing the services during the cancellation period and the services are fully performed during this period, you lose your right to cancel and will be required to pay the full price under this contract even if the cancellation period has not expired. 

This does not affect the rights you have if our services are faulty. A summary of these rights is provided below in the 'Quality Issues' section.